Payments Program Manager, Novo

• 4-6 years of hands-on experience working in payment operations or processing in banking or fintech
• Deep functional knowledge of at least three major payment types (ACH, wire, card, check, RTP, or FedNow)
• Strong understanding of transaction workflows, return codes, cutoff times, dispute windows, and settlement practices
• Excellent communication skills; able to translate complex issues across operations, compliance, and technology teams, as well as with external vendors and banks
• Ability to thrive in a regulated and fast-paced environment, maintaining attention to detail and operational discipline
• Collaborative working style with the ability to document, escalate, and follow through on process-related issues
• Demonstrated track record of measurable operational improvements. Candidates should be prepared to discuss specific outcomes (e.g., reduced error rates, improved resolution SLAs, new process controls implemented)

Desirable

• We are looking for a Payments Manager who understands the intricacies of payment rules, regulations, and technology to support providing a best-in-class digital payments business that offers unique value for our customers
• This role is ideal for someone with hands-on experience in payment operations who can effectively collaborate with internal teams and represent Novo in conversations with partner banks and payment vendors
• You’ll help ensure operational soundness, resolve escalations, and contribute to process enhancements that support our growing customer base. Are you ready to revolutionize the small business banking industry with us?
• Act as a payments subject matter expert (SME) for internal teams across Banking, Customer Support, Risk, Marketing, Product and Engineering
• Manage operational escalations across all supported payment rails, including ACH returns, wire exceptions, and check issues
• Interface with partner banks, networks, and payment processors to research and resolve processing issues, support onboarding workflows, and implement controls
• Support documentation and communication of payment-related policies, processing timelines, and exception procedures
• Collaborate cross-functionally to identify and drive opportunities for automation, cost reduction, fraud mitigation, operational efficiencies, and improved customer experience
• Participate in working sessions and procedure reviews to ensure operational readiness for new payment features and rails
• Maintain strong awareness of compliance considerations and network rules relevant to your daily functions (e.g., Nacha, UCC, Reg CC)
• Proactively identify recurring issues and build or improve controls to prevent recurrence, beyond solving for just the moment
• Track and communicate key operational metrics to leadership and cross-functional partners
• How We Define Success:
• Timely and accurate resolution of operational escalations
• Strong communication and coordination with external partners
• Improved consistency and documentation in payments workflows
• Contributions to new product readiness and cross-functional launches
• Proactive identification and remediation of recurring issues, not just reactive firefighting
• Visible reduction in manual processing volume through automation or process improvement